NOC Engineer

Due to the nature of the role candidates must be a sole British citizen and hold an active SC or DV Clearance.

24/7 Cover, 12 Hour Shifts

The NOC team provides Service, Support and Management capabilities to the MOD and Commercial sectors working under the Space Digital division. The team deliver projects into live service and provide all aspects of management of the live infrastructure throughout the Service Lifecycle.

The responsibility of the NOC Shift Service Engineer includes utilising people, process and tools from across the technical service disciplines and the service delivery area to support live service and the implementation of design change.

The role will engage stakeholders internally and externally with particular emphasis on frequent and regular engagement with technical peers, managers and customers across MOD and Commercial Projects.

Responsibilities
The NOC Shift Service Engineer role is accountable for providing technical assistance and support to a variety of customers within the Customer Service Operation Centre.
They will Provide an interface to other technical stakeholders within projects including On Site Engineers (OSE), Architects, other engineering disciplines and sub-contractors.
Working a shift pattern, the role holder is required to response to design changes, raised incidents and problems. This will include analysis and planning but will require a strong focus on organising, delivering, monitoring and controlling elements within the reporting path and driving Continuous Service Improvements.
Operating within the Service Desk escalation path the role is responsible for the delivery of multiple service elements and as such, it is critical that communication is fluent and can influence the decision-making process to achieve the desired goals. This includes managing expectations, perceptions and propagation of knowledge.
A large portion of the role is focused on investigating issues, during which the role holder will regularly function as the technical point of contact for the NOC on behalf of the business to the wider community, including the customer and business partners, at times without direct support.
The team is the single point of contact for technical conference bridge calls, which are arranged to resolve Incidents 24/7. This would include acting as the NOC liaison with other technical groups, from Architects through to 1st line support on 3rd party applications and hardware.
Provide a technical role in resolving service incidents, applying diagnosis, maintenance, change and configuration control attributes to bring about a resolution or pass to L3 engineers to resolve once all avenues have been exhausted or timescales define escalation to L3.
Consistently perform and deliver outputs within the service contract time constraints (KPI's & SLA's).
Provide concise documentation to support the delivery of services.
Champion the attainment of industry standard and vendor specific certifications and complimentary academic qualifications, including those under the umbrella of Cisco, and topics in advanced networking.
Act as a subject matter expert for specific technical areas, or tools applicable to the project Network.

Skill Set
Essential
Knowledge in Networking, with an understanding of other technologies, such as Windows and ITSM ticketing tools
Strong communications skills within the department to provide confidence and direction to peers.
Ability to communicate effectively written and verbally with stakeholders at all levels, from end users to project managers and architects. This also includes providing information which will support and influence the decision-making process within the service management internal and external environments.
Accountable for the performance of the technical and operational service elements that are delivered.
A heightened awareness of Security including compliance with JSP 440 as part of everyday working.

Desirable
CCNA Network Accreditation or knowledge and understanding of Cisco Networks